Complaints Policy

Movefunds aims to provide high quality, accessible and excellent services to meet your needs. We believe we achieve this most of the time. As we are striving to serve you better, if we are not getting something right, we need you to let us know as quickly as possible for us to resolve it.  

We handle unhappiness with our services, which calls for a response, as a complaint. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service

In order to ensure our services remain at a high and improving standard, we have a policy and procedure through which you can let us know for any reason you are not satisfied with your dealings with the organisation. 

  1. If you are not happy with Movefunds please let us know: 
  1. If you are unhappy about any of Movefunds’s services, please speak to our Client Support Team at [email protected] and we will try and make things right. In case we cannot make things right, we will let you know why, apologise and try to improve going forward.
  1. If you are unhappy with an individual in Movefunds sometimes it is best to tell them directly. If you feel this is difficult or inappropriate, feel free to speak to the Client Support Team at [email protected] and we will investigate immediately and we will try and make things right. 

Usually, we will be able to give you a response straight away. When the matter is more complicated or requires further investigation, we will give you at least an initial response within five working days. 

  1. Making a written complaint 
  1. If we have dealt with your complaint and you are not satisfied with our response or wish to raise the matter more formally, kindly speak to our Client Support Team Lead at [email protected].

All written complaints will be logged, and you will receive a written acknowledgement within three working days. 

The aim is to investigate your complaint properly and give you a solid reply and resolution within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered. 

  1. Feedback
  1. If your complaint is not a service complaint and does not fall within any of our other policies, we will treat it as feedback. 

When you provide feedback, this information helps us to understand more about issues people are currently experiencing and / or people’s views on our work or policies. This can help shape our future work, even if we are unable to take immediate action on the issue you raise.

  1. Some examples of things we will be treat as feedback are:  
  • dissatisfaction with the type of work that we do or the policy or regulatory decisions we make,
  • comments about our policies or policy decisions,
  • complaints about us refusing funding or requests for legal advice or assistance from an individual, and
  • complaints about us restricting high-risk individuals or enterprises from using our services. 
  1. Examples of complaints we will treat as feedback
  • Someone writes to us and says they don’t agree with our strategic plan or business plan work.
  • Someone writes to us and says they don’t think we should have restricted their kind of business from using our services.

If we consider your complaint to be feedback, our Support Team will make a record of the feedback, if appropriate, and pass it onto the relevant team

  1. Reasons we may refuse your complaint 

If your concern is about the actions or service of a different organisation and we have no involvement in the issue, we will refuse your request and signpost you to the other organisation to complain. 

  1. There are also situations where we may decide that we won’t look into your complaint further, even though it is a ‘service complaint’. These include: 
  • attempts to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given you our final decision
  • where we have already investigated the matter for you under another process
  • anonymous complaints
  • where the time-limit for complaining has passed, and 

if we think the complaint is unreasonable (please see our unacceptable and unreasonable behaviour policy in Section 4).

  1. Examples of situations where we may refuse your service complaint
  • An individual writes to us about something that happened years ago that was handled as a complaint at the time but that they want re-opened.
  • An individual writes to us to say they are unhappy that we did not respond to them in time but does not tell us their name. We will ask for the information we need to open a complaint but cannot continue if we do not have enough information to investigate it properly. 
  1. Unacceptable behaviour

We understand that people may act out of character in times of distress or due to frustration. However if that frustration becomes aggression or abuse towards our staff, we will not accept that.

  1. Our staff have the right to undertake their work free from aggression or abuse and we expect them to be treated with courtesy and respect. Aggressive or abusive behaviour may include:
  • threats of physical harm or actual physical harm
  • behaviour or language (verbal or written) that may cause staff to feel offended, afraid, threatened or abused
  • insulting or degrading language
  • personal grudges toward certain staff
  • making serious allegations against staff without any evidence

We may also decide that comments aimed not at us but at third parties are unacceptable because of the effect that listening to or reading them may have on our staff.

  1. Examples of unacceptable behaviour
  • threats, verbal abuse, shouting, obscene / derogatory remarks and rudeness
  • racist, sexist, homophobic, transphobic, disablist comments, or other harassment based on personal characteristics
  • repeatedly demanding disciplinary action be taken against staff
  • recording meetings or telephone conversations without consent
  1. Unreasonable demands

A demand may be unreasonable if handling it could take up an excessive amount of staff time. As a publicly funded organisation, with limited resources to respond, this could stop other complaints from being handled in time.

We may decide a demand is unreasonable if, for example, you:

  • demand responses within an unreasonable timescale
  • insist on seeing or speaking to someone more senior or a particular member of staff when that is not possible
  • keep changing what your complaint is about
  • keep raising new or unrelated concerns
  1. Examples of unreasonable demands
  • demanding a response from the CEO or a senior manager and refusing to speak to anyone more junior
  • demanding that nobody who is male / female deals with your complaint
  • demanding to speak to someone on the same day when that person is not available
  • demanding an immediate call back from a manager
  1. Unreasonable frequency or duration of contact

The number of times you contact us, or the duration of each contact, can cause problems for our staff.

The level of contact may become unacceptable when the amount of time spent talking to an individual on the support channel, or responding to, reviewing and filing emails or written correspondence, means we struggle to deal with that complaint, or with other people’s complaints.

  1. Examples of unreasonable levels of contact
  • making a lot of calls in one day
  • frequent emails about the same issue or repeatedly sending us emails with large amounts of information attached that is not needed when a matter is closed
  • sending in new complaints before we have had an opportunity to address earlier complaints
  • repeatedly asking us to look at the same issue when we have already addressed it through this process or another
  • repeatedly making very long calls to us
  1. How we manage unacceptable and unreasonable behaviour

If we feel behaviour is unacceptable or unreasonable, we may take any of the following actions:

  • restrict or end contact on the matter
  • restrict contact on all matters
  • ask that all future contact is made through a third-party advocate
  • end contact entirely for a period of time
  • report incidents to the police (for example, if violence has been threatened)
  • take any other action that we consider appropriate (in extreme cases, this may include blocking from support channels and returning correspondence)

Where staff are considering the above or have had to take immediate action (for example, end a phone call), they should discuss this with their manager and / or Corporate Law and Governance. Corporate Law and Governance will then consider with staff which action is appropriate (if any). We will let the individual know about the action we are taking and the reason for it. This may include how long restrictions will be in place.

In making our decision, we may consider:

  • how it affects our staff
  • how it affects the individual (including their personal circumstances and any reasonable adjustments)
  • the extent to which we can engage or assist
  • the extent to which the process or subject matter has been exhausted

This process may be reconsidered by us if the individual commits to behaving with courtesy, respect and fairness and:  

  • some time has passed
  • there is a more suitable alternative available
  • we receive evidence that there were exceptional reasons for the behaviour

If after we have responded you are not satisfied, please write to the COO at [email protected]. who will report the matter to the next meeting of the Founding Team, which will decide on any further steps to resolve the situation. 

Finally, do let us know if you are happy with Movefunds services.